Heartbreaking Service from 1Life

My elderly mother has been a loyal 1Life client for many years and has never missed a single payment. Early this year, 1Life contacted her to inform her that she qualifies for a tombstone benefit as part of her funeral cover policy. Since then, 1Life has completely failed to deliver on this benefit. For the past 11 months we have been sent in circles, given different explanations each time we call, and left to do all the follow-ups ourselves. Despite promising us updates and timelines, 1Life has shown no urgency, no accountability, and no concern for the emotional sensitivity of this matter.

When we escalated the issue to the claims department, we were met with dismissive and unhelpful responses from the Manager by the name of Happy. We received no solutions, no alternative provider, and no cash-back option — even though we were told this was possible. Instead of assisting us, staff were rude and showed no empathy toward an elderly woman who has paid faithfully for years.

It has now been almost a full year, and still no tombstone has been delivered. This is supposed to be a policy benefit, yet 1Life has not honoured it. This review is a warning: 1Life makes promises they cannot keep and does not care about their long-standing policyholders. Their lack of service, compassion, and transparency has been deeply disappointing.